Programme Name

Professional Approach on the Telephone
Outcome
  • Be able to communicate more effectively on the telephone and have the ability to clarify each conversation to achieve complete understanding.
  • To be clear and concise and therefore be more efficient and effective over the telephone.
  • Be able to create a positive picture to an individual and promote professionalism when they come in to contact.
NQF Certification Our programmes are with in the National Qualifications framework and our recognised certificates are an incremental step towards a national diploma. The credits available are worked on the course outcome
NQF Level Level 2
Credits 8

CONTENTS

Module No.

Module Title

Assessment Process

1 		Effective use of the Telephone
To be able to communicate effectively on the phone, and control every telephone conversation from the START-DURING-CONCLUSION
  • Practical Demonstration

2		 Personal and Professional Skills
Have the ability to handle one on one situations and stay in control even during conflict situations
  • One on One Exercise

3		 Introductions To be able to introduce the person to other individuals or a group. From memory or given access to information about an individual. According to the introduction structure and guidelines.
  • Practical demonstration
  • Assessed using rating and guideline chart
  • Questionnaire

4		 Telephone Etiquette
Be able to practice good telephone manners and be clear, concise and consistent
  • Assessed with rating chart
 
Purpose How many people are trained to use a telephone effectively? This workshop will give participants the skills necessary for effective telephone communication and is designed to help understand the importance of providing excellent customer service.
Assessment requirements: Pre-course Assessment for identity of specific needs of the learner
Accreditation requirements: None at the moment
Style of learning and training
  • Type and form of provision
  • Action Learning
  • Group Discussions
  • Practical Work
  • Assignment Work
  • Instructor Comments
  • Instructor Feed
  • Back Video Models
  • Role Modelling
Learning environment Training auditoriums, In-house company training
Assessment methods Written and application through assignments
Relevance Assessed with relevant organisational needs
Integration Theory & Practice: Through the process approximately 70% practice – 30% theory
Language policy Be able to speak and read English
Learning materials Training manuals and reference books
Cost R 2 400 (Excl vat)
Training Venue In-House Training Only
Number of delegates Minimum 8 – Maximum 16
Duration 1 day